90 Technical Support Staff jobs in Austin

Who we are:
Farm Credit Bank of Texas is a $38.9 billion wholesale bank that has been financing agriculture and rural America for over 100 years. Headquartered in Austin, Texas, we provide funding and services to rural lending associations in five states, and we are active in the nation's capital markets.
While you may not be familiar with our name, Farm Credit Bank of Texas plays a critical role in supporting the businesses that make it possible for America to maintain access to an affordable and safe food supply, an industry which is one of the most innovative and evolving of our time. And while you help us deliver on our mission, we deliver on our commitment to you as a valued employee by providing competitive compensation, generous health and wellness benefits packages and an attractive hybrid workplace located along the bluffs of the Colorado River just minutes west of downtown Austin.
We seek out top talent in their fields, whether it be technolo gy, finance, accounting, credit, human resources, or other administrative functions, and welcome you to join us in our mission to feed the world.

Position Description:
We are searching for a Technical Support Analyst. This position supports the operation of the help desk and serves as focal point for customer concerns and is responsible for providing enterprise-level technical assistance related to computer systems, hardware, network, and software issues through various intake channels. Resolves customer issues timely through problem-solving process and follows up with customers to ensure the issue has been resolved. Reports problems with procedures and makes suggestions for improvements. Infrequent travel may be required.
Day-to Day-Duties and Responsibilities:
- Provide first point of contact to customers via phone, email, chat, or in-person; onsite presence is required.
- Provide first and second-level technical support for desktops, laptops, network connectivity, mobile devices, printers, and other peripherals.
- Ability to navigate multiple computer systems while interacting with the customer.
- Record, track, and document the help desk request problem-solving process in real time, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
- Drive closure of incidents & problems meeting defined SLA.
- Ability to absorb and retain information quickly.
- Self-motivated and able to work with moderate supervision. Agent will be able to manage call flow, own time, and know when to escalate.
- Ability to proactively engage in alternate work when the primary intake method(s) volume is low to maximize agent occupancy.
- Document troubleshooting steps and solutions in a knowledge base and user documentation for future reference.
- Participates as part of a team and in team assignments when necessary.
- Assist with produc t rollouts, upgrades and special projects supporting the bank and user community.
- Comfortable receiving ongoing performance feedback and coaching.
- Flexible to provide support evenings, weekends/holidays as and when required for on call rotation.
- Educate customers on product features, best practices, and self-help resources.
- Stay up to date with product updates, industry trends, and best practices.
What You Bring to the Team:
It is an important role that covers many skills. This position requires:
Associates degree, or technical institute degree/certificate in Computer Science, Information Systems, or other related field, or two (2) to four (4) years of experience. (Desktop Support, Systems Administration, Network Administration) Prefer call center experience in a technical helpdesk environment. CompTIA A+, Microsoft, or other industry certifications would be desirable. The ideal candidate should have excellent problem-solving skills, strong communication abilities, a customer-oriented approach, and a keen interest in technology.
- Handles low and mid-level issues and problems and consults with or escalates to senior staff when solution is unclear.
- Strong customer service skills with a patient and friendly approach.
- Solid understanding of Windows OS (administration) and working knowledge of MAC/Linux OS.
- Intermediate knowledge of Microsoft Windows Server Platforms, Active Directory, Group Policy and Office 365.
- Knowledgeable in common enterprise applications and adept at troubleshooting related issues.
- Working understanding of networking: TCP/IP, LAN / WAN, DHCP, DNS, VPN, Routing, Switching, and Proxy/Firewalls.
- Working knowledge of ITSM/ticketing tools (e.g., ServiceNow).
- Capable of reading system logs, conducting health checks, and identifying potential issues before they escalate.
- Ability to exercise sound judgment, use discretion and main tain confidentiality
- Excellent problem-solving, verbal and written communication, and interpersonal skills.
- Possesses analytical thinking and mathematical skills.
- Ability to explain technical concepts to non-technical users.
- Ability to work independently and collaboratively in a team environment.
- A minimal degree of creativity and latitude is expected.
- Strong attention to detail and organizational skills.
Our benefits:
In addition to a competitive salary, we offer comprehensive, affordable, and competitive benefit options that are focused on health and wellness, financial security, and achieving a work-life balance:
- Flexible and affordable health and wellness benefits, including medical insurance, prescription drug coverage, dental insurance, vision care, flexible spending accounts, and more.
- 401(k) plan that includes an employer match (up to 4%) plus an additional employer contribution (up to 5%), both of w hich vest on the first day of employment
- Employer paid long-term disability and life insurance
- Generous vacation leave, sick leave, and up to eleven paid holidays
- Paid parental leave program of up to six weeks
- Up to five days per year to volunteer in local community organizations, services, or events
- Ongoing professional development opportunities
- Generous tuition-reimbursement program
- Physical fitness incentive plan
- Employer matching gifts program
- Modern hybrid work schedule combining in office and remote work locations.
Our culture:
In a world filled with unpredictable challenges, we invest in our people and ensure they have dependable careers with ample growth opportunities. As part of the larger Farm Credit System, we focus on building our culture around personal relationships and the ability to be connected to leadership through in-person conversations, regular town halls and employee engagement events. We are deeply committed to attracting and fostering a diverse workforce, development and career advancement and recognizing the hard work of individuals who contribute to our success.
Important note: We care about your hiring process and take it seriously. A real person will review your application and resume, meaning response timelines may vary. The interviewing process at Farm Credit Bank of Texas may include phone calls, text messages, emails, video interviews, on-site interviews, and requests for portfolios or demonstrations of work. We cannot personally follow-up with each applicant, and we will do our best to create a professional, respectful, and thorough process for candidates with whom we identify as a potential fit.

A/EOE/M/F/D/V
#LI-Hybrid

• Accepting support requests from several channels (chat, phone, email)
• Effective management of multiple cases using the Zoho Desk ticketing system
• Providing support to the Inside Sales and Sales Engineering Teams
• Testing and evaluating new technologies
• Developing camera support files
• Performing other related duties as assigned

• Excellent verbal and written communication skills
• Excellent interpersonal and customer service skills
• Professional and pleasant telephone manner
• Ability to explain technical issues to technical and nontechnical employees and customers
• Strong analytical and problem-solving skills
• Proficient with or the ability to quickly learn an array of hardware and software
• Intermediate knowledge of networking
• Intermediate knowledge of Linux
• Minimum of two years of relevant experience

• Medical Benefits: We offer competitive medical, vision, and dental plans. Company offsets premiums.
• Taco Tuesdays: Like breakfast tacos? You're at the right place, because weekly breakfast tacos are provided.
• 401k plan with company match!
• Weekly Lunch: Food is love. Especially when it is free.
• Snacks: You will never go hungry.
• Culture: Innovation drives our vibe.
• Diversity: We embrace our global presence, the diverse ideas and backgrounds of our team to improve our culture, our products and grow our people and our business.
• PTO: Hourly employees accrue PTO each pay period for a total of 12 days each year and are granted 5 paid Sick days each year

Technical Support Analyst

Job Description:

We are on the lookout for a dedicated individual to join our friendly and forward-thinking team as a Technical Support Analyst. This role is crucial in providing top-notch technical product support to customers through various channels, including inbound calls, emails and Microsoft Teams Meetings.

We are seeking a dedicated and enthusiastic individual who excels in delivering exceptional service and consistently goes above and beyond for our customers. Your primary responsibilities will include handling customer inquiries with professionalism and efficiency, troubleshooting technical issues, and providing tailored solutions to meet customer needs. You will also document customer interactions accurately, liaise with internal teams and stakeholders to resolve issues promptly, and ensure effective communication with all parties involved to maintain a high level of customer satisfaction.

If you have a passion for customer service, technology and a commitment to exceeding customer expectations, we would love to hear from you.

Key Responsibilities:

• Provide expert technical support via calls and our ticketing system.

• Troubleshoot and resolve technical product issues efficiently.

• Handle time-sensitive issues with prompt and clear communication to customers.

• Document discoveries with clear reproduction steps and detailed analysts.

• Maintain a high level of solves per month.

• Maintain 20 or more outbound calls per month.

• Achieve and maintain a customer satisfaction score (CSAT) of 95% or more.

• Ensure quality escalations to the Advanced Support team with precise reproduction steps.

• Recognize the severity of issues and react appropriately.

• Identify and report on trends or product knowledge gaps.

• Foster strong collaborative relationships within the immediate team and other departments.

• Promote the use of our resources to empower customers.

• Document and update customer records accurately based on interactions.

• Continuously maintain and improve a knowledge base of the product and services.

• Ensure a customer-first approach by keeping customers updated and fully answering tickets.

• Provide exceptional customer service by addressing customer inquiries and concerns promptly and professionally.

• Assist customers with product usage and troubleshooting, ensuring a positive customer experience.

• Follow up with customers to ensure their issues are resolved to their satisfaction.

• Gather customer feedback to improve service delivery and product offerings.

• Ensure a customer-first approach by keeping customers updated and fully answering tickets.

• Consistently achieve all KPI’s set.

Your Day-to-Day:

• Engage with Customers: Spend your day handling inbound and outbound inquiries, via phone and our ticketing system, ensuring customers get the support they need.

• Troubleshoot Issues: Dive into troubleshooting and replicating customer-reported issues to find solutions.

• Documentation: Document discoveries with clear steps and thorough analysis for internal reviews.

• Problem Assessment: Assess the severity of issues and react accordingly to provide swift resolutions.

• Timely Resolutions: Tackle time-sensitive issues with a focus on delivering timely and clear communication to customers.

• Trend Identification: Identify and report on trends or product knowledge gaps to help improve our services.

• Internal Collaboration: Build collaborative relationships within other departments to enhance the support process.

• Customer Empowerment: Promote the use of our resources to help customers pro-actively solve their problems.

• Record Maintenance: Update customer records based on interactions, keeping everything up to date and accurate.

• Knowledge Base: Continuously help maintain and improve a knowledge base of our evolving product and services.

Experience:

• 1-2+ years of customer support or technical support experience

Perks? We have plenty.

• Competitive salaries that landed us top 5% of similar sized companies (according to Comparably)

• Comprehensive health, dental and vision coverage

• 401(k) retirement match (100% matching up to 4%)

• 32 days paid time off (21 personal days, 10 national holidays, 1 floating holiday)

• 18 weeks paid parental leave for birth, adoption or surrogacy offered 1 year after start date

• 5 days paid yearly to volunteer (through Sage Foundation)

• $5,250 tuition reimbursement per calendar year starting 6 months after hire date

• Sage Wellness Rewards Program ($00 wellness credit and 360 fitness reimbursement annually)

• Library of on demand career development options and ongoing training offerings

Dig deeper about who we are:

• Who is Sage:

• Life at Sage:

• Our Values & Behaviors:

• How we make a difference:

• Sage Business Cloud - SaaS for Every Business:

#LI-MT1

Function:

Customer Operations

Country:

United States

Office Location:

Austin

Work Place type:

Hybrid

Advert

Working at Sage means you’re supporting millions of small and medium sized businesses globally with technology to work faster and smarter. We leverage the future of AI, meaning business owners spend less time doing routine tasks, like entering invoices and generating reports, and more time pursuing their ambitions.

Our colleagues are the best of the best. Because to achieve extraordinary outcomes, we need extraordinary teams. This means infusing Sage with people who knock down barriers, continuously innovate, and want to experience their potential.

Learn more about working at Sage:sage.com/en-us/company/careers/working-at-sage/

Watch a video about our culture:youtube.com/watch?v=h1-vs3zIpnc

We celebrate individuality and welcome you to join us if you embrace all backgrounds, identities, beliefs, and ways of working. If you need support applying, reach out

Learn more about DEI at Sage:sage.com/en-us/company/careers/diversity-equity-and-inclusion/

Equal Employment Opportunity (EEO)

Sage is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Sage will be based on merit, qualifications, and abilities. Sage does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, protected disability, veteran status, sexual orientation, gender identity, genetic information, or any other characteristic protected by applicable law.

• Client Communication and Support: Displays professionalism, quality service, and a solution-seeking attitude in all interactions with external clients, internal members of DISCO, and vendors. Communicates clearly and consistently with customers about technical and non-technical topics. Analyzes client needs, understands their requirements, and determines the appropriate course of action. Provides phone, chat, and email support, advising clients on leveraging DISCO effectively, troubleshooting data file issues, browser/internet connection problems, network issues, log files, and web-based applications. Proactively monitors open tickets, contact customers, and provide timely status updates. De-escalates challenging client interactions and works urgently to provide solutions. Escalates to leadership or other resources when necessary to ensure a positive customer experience and provide the required support and expertise.
• Collaboration and Product Improvement: Works with engineering, project managers, and other groups within DISCO to resolve technical problems and address client concerns. Contributes to documentation, day-to-day activities, and product improvements. Assists junior team members in resolving technical problems and addressing client concerns. Creates custom reports using internal tools such as Quicksite, Kibana, and Excel. Serves as the first escalation point within the DISCO Desk for team members.
• Continuous Learning and Improvement: Performs special assignments and provides technical expertise as directed by management. Provides feedback and suggestions to the Product team at DISCO for driving product improvement on behalf of customers.
• Documentation and Training: The DISCO Desk Specialist is responsible for creating documentation for new workflows and delivering training to onboard new team members. This ensures that all users have the resources and knowledge needed to effectively navigate and utilize the platform.

• 3+ years experience in a technical support role at a technology company
• 2+ years experience with any of the following; Salesforce, Jira, Asana, Talkdesk
• 2+ years experience troubleshooting SaaS based products
• 2+ years experience creating technical documentation

• Expert Tech-Savvy Problem Solver
• Strong communication skills
• Ability to support multiple complex request at one time
• Customer service champion
• Strong attention to detail and organization skills
• Ability to train others, as well as write basic documentation

• Open, inclusive, and fun environment
• Benefits, including medical, dental and vision insurance, as well as 401(k)
• Competitive salary plus RSUs
• Flexible PTO
• Opportunity to be a part of a company that is revolutionizing the legal industry
• Growth opportunities throughout the company

A Support Technician is someone who assists end users with technical support of desktop computers, applications, networks, and related technology. Support includes specification, installation, and testing of computer systems and peripherals within established standards and guidelines. Activities require interaction with application software and operating systems to diagnose and resolve unique, non-recurring problems. This position may also assist in the maintenance and testing of network servers and associated equipment. The position's responsibilities require independent analyses, communication, and problem-solving. This position will be considered Tier 1 out of a 4 Tier support model. Skills Required: • Motivated • Care for others and your job • Good time management and multi-tasking skills. • Ability to learn well on the fly and retain information. • Hardworking and motivated. • Organized and able to keep up with ongoing documentation requirements. • Ability to follow written, verbal, and digital directions. • Ability to lift 50lbs. • Must be career-oriented and results-driven. • Must have great customer service skills. • Must have great communication skills. • Problem-solving. • Problem analysis. Benefits We are committed to providing our employees with the support they need. We offer eligible colleagues an attractive benefits package that includes medical, well-being, dental, and vision benefits along with some unique benefits including: • Medical, Dental, Vision, Life Insurance and HSA • Unlimited Paid Time Off ( PTO ) and Personal Leave • 401K • Professional Certification Assistance and Reimbursements • Employee Discounts include Tickets, Retail, Gym Membership, Education Apps, Identity Theft Protection, etc. Responsibilities: • Telephone/email-based triage and online resolution of support tickets • Updating field notes and tracking support time by the customer • On-site support at customer locations located in the Austin metro area Responding to and resolving issues after-hours as part of our on-call rotation Qualifications: • Any of the following - A+, Network+, Microsoft Certification. Not required but nice to have • AA degree or equivalent work experience • Reliable personal transportation with a valid driver's license and liability insurance • Customer service experience • Related experience and training Compensation: $35,000 - $45,000

• Telephone/email-based triage and online resolution of support tickets • Updating field notes and tracking support time by the customer • On-site support at customer locations located in the Austin metro area Responding to and resolving issues after-hours as part of our on-call rotation

Job Summary

Within the HP Printing press family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of knowledge of Mechanical and Electrical job skills, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. Deliver reactive and proactive activities according to the Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems and onsite technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for HP Total Customer Experience as well as the revenue growth, profitability, and account retention.

Responsibilities

• Applies developed knowledge of Customer Experience as well as the revenue growth, profitability, and account retention. company policies and procedures to complete a wide variety of difficult assignments/tasks.

• Thorough understanding of the general/technical aspects of the job. Works on assignments that are moderately complex in nature and require ordinary problem resolution and independent judgment.

• Works under limited supervision and normally receives no instructions on routine work and general instructions given for new assignments. Job require 50% travel in supporting customers and training needs

• Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts.

• Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols.

• Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements.

• Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences.

• Identifies opportunities for improvement, makes recommendations, and also assures effective business controls through review, analysis, and verification.

• Coordinates the functional work within the department, assists various departments, monitors process execution, and fosters positive working relationships with associates and management.

Education & Experience Recommended

• Minimum Vocational/Diploma/Associate Degree (technical field) equivalent with 2-4 years of working experience in related fields or Degree holder with 1-2 years relevant working experience.

Knowledge & Skills

• Customer Relationship Management

• Customer Support

• Field Service Management

• Hand Tools

• Key Performance Indicators (KPIs)

• Preventive Maintenance

• Safety Standards

• Technical Services

• Technical Support

• Technical Training

• Test Equipment

Include the following in all US job postings for hourly/non-exempt roles:

The pay range for this position is $24.00 to $33.65 per hour (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

• Health insurance

• Dental insurance

• Vision insurance

• Long term/short term disability insurance

• Employee assistance program

• Flexible spending account

• Life insurance

• Generous time off policies, including;

• 4-12 weeks fully paid parental leave based on tenure

• 13 paid holidays

• 15 days paid time off (US benefits overview ( )

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.